The role of proprietary software in BPO

Publication Date	June 2009
Publisher	Ovum
Product Type	Report
Pages	14
ISBN Number	not applicable
Product Code	OVM00785

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Summary

This report is part of Ovum's ongoing 'sustainable BPO' research theme. It seeks to demystify the convergence of IT and BPO through examples of IT and BPO service providers' use of proprietary software to support BPO services.

Content

EXECUTIVE SUMMARY
- In a Nutshell
- A shift in approach
- A convergence of software and services
- Proprietary development versus platform transformation
- Key findings
- Leveraging existing IT skills
- Platform development is selective
- Platform transition is not always cost-effective
- Process before platform
- Control enables outcome-based pricing
- Automation is a key focus
- Openness and software asset reuse
- A cloud BPO future with SOA and SaaS
- Recommendations
- Platform software should not be the focus
- Reuse rather than recreate
- Push vendors to prove IT efficiencies
- Leverage partnerships in IT and BPO
- Vendor examples
- Overview
- Atos Origin
- Occupational health services
- The ???Cosmas' platform
- Capita
- Registration and certification platform
Partner and build
- Tata Consultancy Services
- Platform BPO strategy
- Diligenta platform transition
- Infosys
- IT-led value multipliers
- Service-orientated BPO
- Innovation Group
- The repair claims service platform
- Owning the ability to support rapid change
- The need for a standards-based platform
List of Figures
- Figure 1: The BPO Platform transformation model versus the Proprietary process-layer model